Before processing a withdrawal, in some cases it may be necessary to request additional documentation to confirm the ownership of the payment method and ensure that the funds are sent correctly.
This procedure is part of our security, fraud prevention, and regulatory compliance measures. It may apply even if your account has already been previously verified.
The request may depend on factors such as:
The deposit method previously used.
The method selected for withdrawal.
The need to validate the origin or destination of the funds.
Automatic security checks when unusual activity is detected.
When the deposit was made with a card
If you made a deposit with a credit or debit card and:
The card is no longer available, or
It is in another person's name, or
It is not possible to return the money to the same card
You will need to provide:
A photo of the front of the card used, following the validation guide (showing the name and last digits, hiding sensitive data).
A photo of the ID document of the cardholder, when the card is not in your name.
In some cases, certain cards allow deposits but not withdrawals due to technical restrictions (for example, BIN code limitations). When this happens, the withdrawal must be processed via bank transfer and the bank account will need to be validated.
When the withdrawal is made via bank transfer
If the withdrawal will be made via bank transfer, a document confirming the ownership of the account may be requested.
The document must clearly show:
The account number.
The name or logo of the bank.
The account holder's name, which must match the one registered in the account.
This applies especially when:
It is not possible to return the money to the card used.
It is necessary to confirm the destination of the funds.
When using Skrill or Neteller
If you use Skrill or Neteller, a screenshot from the personal data section of the wallet may be requested.
The image must clearly include:
Full names.
Date of birth.
Email address.
Address.
Mobile phone number.
Customer code or ID.
All information must be visible in a single image and match the data registered on the account.
When the withdrawal is via cryptocurrencies
If the withdrawal is made to a crypto wallet, a screenshot may be required showing:
The name of the provider or wallet.
The wallet address.
That the wallet is active and, when applicable, associated with the holder.
The image must be clear, legible, and show all the information in a single screenshot.